KARACHI (Daily Point) — The State Bank of Pakistan (SBP) has reintroduced the dedicated Sunwai portal, aimed at addressing customer issues and complaints related to banks.

This bilingual portal offers convenience to the public for filing complaints against Banks/MFBs/DFIs, following applicable laws and regulations.

Accessible 24/7, the portal is complemented by a mobile app available on both Google Play and the App Store, enabling consumers to download the app and report grievances from their mobile devices. Users can also track the progress of their complaints through the portal.

To lodge a complaint, consumers need to register on the portal using personal details such as mobile number, CNIC, and email address. Once registered, they can follow simple steps to submit their grievances. The portal streamlines the process, allowing banking consumers to easily connect with relevant redressal forums by answering a few straightforward questions.

Complaints can be lodged with banks/MFBs/DFIs as the first redressal forum, with Banking Mohtasib Pakistan (BMP) as the second, and with the State Bank of Pakistan (SBP) in specific cases.

The portal not only facilitates the filing of complaints but also offers features like tracking complaint status, providing consumer awareness tips, and delivering tutorial videos on complaint registration. It is anticipated that the portal’s efficient resolution process will reduce the typical resolution time, often taking up to 45 days or more.

As awareness of the portal increases, customer complaints are expected to rise, ultimately contributing to an enhancement in the quality of banking services over time.